HelpDesk Support Specialist

Winstead is hiring an IT support professional who enjoys being the first point of contact for attorneys, paralegals, and staff. This onsite role in Dallas, TX places you in the center of day-to-day technology support, helping solve issues quickly, communicating clearly, and following through until problems are fully resolved in a fast-paced law firm environment.

What you’ll do

• Handle inbound support requests from staff via phone and email, actively listen to understand the full situation, and ensure every request is logged and tracked from start to finish.
• Ask the right questions to identify the root cause and work methodically toward a solution rather than focusing only on symptoms.
• Research answers using documentation, knowledge resources, and internal subject matter experts.
• Provide clear, patient communication to users of all technical levels, guiding them through fixes when needed.
• Recognize when an issue must be escalated and hand it off with thorough notes so context is preserved.
• Follow up proactively, including scheduled callbacks, to confirm each issue is fully resolved.
• Troubleshoot advanced Microsoft Word problems such as broken styles, TOC errors, corrupted templates, section break issues, and long-document formatting (line numbering, redlines, pleading captions).
• Support Microsoft 365 applications including Outlook, Excel, Teams, and PowerPoint.
• Spot repeat patterns in recurring issues and raise them when the same problem continues, partnering with the support team to work toward a longer-term fix.
• Support the team’s on-call rotation, including evenings, weekends, and holidays, so firm staff have help when it matters most.

What you bring

• A genuine desire to help people.
• Prior experience in a law firm, professional services IT environment, or a strong personal interest in technology with hands-on experience.
• Strong critical thinking, including the ability to ask good questions, think before acting, and persist when the cause is not immediately obvious.
• Clear, friendly communication in both written and spoken form, with patience for walking users through solutions without judgment.
• Comfort working under pressure and juggling multiple requests at once.
• Reliability and follow-through, including showing up on time and taking ownership of work. Customer service or office support experience is a plus.

Tools you’ll use

Microsoft Word, Microsoft 365, Outlook, Excel, Teams, PowerPoint, iManage, NetDocuments.

Preferred

• Familiarity with legal document management systems such as iManage and NetDocuments or similar platforms.